CSR Admin

Our client is a premier climate control and electrical service company providing high-quality installation, repairs, and maintenance solutions. They service a wide range of residential and commercial clients across various suburban regions.

They are now seeking to hire a CSR Admin to provide frontline customer service and administrative support to the operations team. This role focuses heavily on lead management, customer confirmations, scheduling, and follow-ups to ensure seamless daily operations.

Job Responsibilities

Customer Contact and Lead Management

• Send confirmation SMS messages to customers
• Call office headquarters overnight leads
• Handle missed calls during high-volume periods
• Action outbound web leads via phone calls
• Manage pending and follow-up web leads
• Update and manage confirmation SMS replies
• Call customers who have not confirmed bookings for the following day
• Assist with replying to SMS messages from web leads
• Conduct customer happy calls to ensure satisfaction

Scheduling and Booking Support

• Manage calendar requests
• Assist with booking jobs in the Aroflo schedule
• Call customers in Aroflo to follow up on rescheduled jobs and attempt rebooking
• Assist with booking real estate requests
• Assist with booking Maintenance Agreement and Routine Care clients

Administrative and Reporting Tasks

• Download and prepare cancellation letters every Monday
• Email prepared cancellation letters to the Manager for printing and posting
• Maintain accurate customer and job records in Aroflo
• Support the customer service team with ad hoc administrative tasks as required

• Proven experience in customer service, call handling, or administrative support roles
• Strong verbal and written English communication skills with a confident phone manner
• High attention to detail and excellent organisational skills
• Ability to manage high call volumes and competing priorities calmly in a fast-paced environment
• Customer-focused mindset with robust problem-solving capabilities
• Ability to work independently, follow set processes, and maintain reliable attendance
• Experience with basic to intermediate CRM, booking systems, or scheduling platforms
• Proficiency with intermediate SMS and email communication tools

Nice-to-Have Skills

• Previous experience in HVAC, trades, or service-based industries
• Prior experience specifically using Aroflo software

• Permanent Work-From-Home Set-Up
• Dayshift (Australian Eastern Standard Time business hours)
• Full-Time Job
• HMO
• Annual Leave
• Christmas Bonus equivalent to 1 month's wage (pro-rate)